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Welcome Staff Training for CRC …an innovative network that will help you better connect with and serve consumers January 2012

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CRC Mission & Vision Mission: To be a consumer-centered network providing easy access to aging and disability information and services in Beaufort, Bertie, Hertford, Martin and Pitt County. Vision: Service access without confusion for all consumers.

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Aging and Disability Community Resource Connections… every community in the nation highly visible and trusted people of all incomes and ages information on the full range of long term support options point of entry for streamlined access to services Purpose and Background of Community Resource Connections

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 Seamless system from consumer perspective  High level of visibility and trust  Proactive intervention into LTC pathways  Integration of aging and disability service systems  Formal partnerships across aging, disability and Medicaid  All income levels served More a process than an entity Defining Characteristics of CRCs

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Overview of CRCs: Operational Components CRCs Provide Decision Support Options Counseling interactive are supportedto determine long-term support choices... an interactive decision-support process whereby consumers, family members and/or significant others are supported in their deliberations to determine appropriate long-term support choices in the context of the consumer’s needs, preferences, values, and individual circumstances Options Counseling

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Overview of CRCs: Operational Components Options counseling provides consumers with the tools and knowledge they need to choose the best path for themselves. Options Counseling

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-- from the consumer’s perspective Go somewhere else “no wrong door” or “one stop shop” access to services and supports  Call another organization or agency seamless referral to other agencies; consumers do not need to make another phone call  Repeat same information over and over information systems designed so that information collected at the initial point of contact populates multiple forms  Worry about getting “lost in the system.” follow-up after referrals are made Overview of CRCs : Operational Components Streamlined Access

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Person-Centered Hospital Discharge Planning (Care Transitions) Create linkages that ensure people have the information -- to make informed decisions -- to understand their support options as they pass through critical health and LTC transition points -- hospital discharge -- nursing or rehab facility admission or discharge nComponents

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Quality Assurance and Evaluation Consumers have consistently reported high levels of satisfaction with CRCs Services Responsiveness Staff knowledge Information Capacity to make informed decisions “I never knew that this could be so easy and pleasant. I was expecting something far more bureaucratic and difficult.”

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The CRC Is NOT… a separate physical location, a change to existing service eligibility criteria, or a change or replacement of services.

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Is this contact a CRC consumer? Age 60 or above Age 18 or over and disabled

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If the answer is no, stop intake form and mark as a contact

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60+ or Disabled Am I an agency that provides any CRC services? Do I provide information and assistance? Do I provide options counseling? Do I conduct assessments? Do I provide follow-up?

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If Your Answer Is “Yes” Determine customer needs and desires Develop a person-centered plan of action Explain the CRC and discuss confidentiality Complete the Intake/Referral Tool Contact the customer to determine if needs were met Determine next steps

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If Some Answers Were “No” Handle the immediate request Explain the CRC, discuss confidentiality, and get permission to refer Complete the Intake/Referral Tool Refer to a CRC Partner Follow up to ensure needs are met

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Evaluation/Customer Satisfaction Contact consumer (or consumer’s representative) Inquire as to adequacy of product or service delivered Ask if she/he has any recommendations to improve the process, service, product or experience Ask if there is any further information or assistance needed at this time